Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338729 ↗ ServiceMax

HIGI LLC • Repair/PM • P4

📍 Community Hospital Outpatient Center Schererville — 7651 Harvest Dr., Schererville IN, 46375

Jan 20, 2026 → Mar 25, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 26, 2026
✗ SLA Missed (40 biz days late)
Active: 44 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Invoiced (Mar 25, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 20 → Jan 21, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 21 → Jan 26, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Reschedule
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 26 → Jan 29, 2026
3 business days (counted)
Running total: 6 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 29 → Jan 29, 2026
0 business days (not counted)
▶ Clock Running
Status: Scheduled
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Completed
Jan 29 → Jan 30, 2026
1 business day (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Closed
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
37d
▶ Clock Running
Status: Incomplete
Jan 30 → Mar 25, 2026
37 business days (counted)
Running total: 44 of 4 biz days used
Created: Jan 20, 2026 Invoiced: Mar 25, 2026
Business Days Used 44 / 4
0 4d budget +40d over
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Jan 20 → Jan 20 Created ▶ Running 0 0 / 4
Jan 20 → Jan 20 L2 Screening ▶ Running 0 0 / 4
Jan 20 → Jan 21 Awaiting Parts ⏸ Paused 1 —
Jan 21 → Jan 21 Ready for Scheduling ▶ Running 0 0 / 4
Jan 21 → Jan 21 Assigned ▶ Running 0 0 / 4
Jan 21 → Jan 26 Scheduled ▶ Running 3 3 / 4
Jan 26 → Jan 26 Reschedule ▶ Running 0 3 / 4
Jan 26 → Jan 29 Scheduled ▶ Running 3 6 / 4
Jan 29 → Jan 29 Awaiting Parts ⏸ Paused 0 —
Jan 29 → Jan 29 Scheduled ▶ Running 0 6 / 4
Jan 29 → Jan 30 Completed ▶ Running 1 7 / 4
Jan 30 → Jan 30 Closed ▶ Running 0 7 / 4
Jan 30 → Mar 25 Incomplete ▶ Running 37 44 / 4
Dispatch 0.3d
Material Management 1.2d
Coordinators 9.1d
Field Work 1.3d
Incomplete 37.2d (excluded)
Billing 0.1d
✗ SLA Missed
Dispatch
0.3 days
Material Management
1.2 days
Coordinators
9.1 days
Over SLA
Field Work
1.3 days
Over SLA
Incomplete (excluded from total)
37.2 days
Billing
0.1 days
Created: Jan 20, 2026 Due: Jan 26, 2026 Completed: Mar 25, 2026 (57 days late)
📅
45.4 days Total Age
⏱️
37.2d in Incomplete Longest Stage
🔄
14 transitions Status Changes
⚠️
5.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
24 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
Visit 1 Jan 26, 2026
Visit 2 Jan 28, 2026
Visit 3 Jan 29, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560623
Closed
Follow-up to WO-01334512 Tech Jon Kuehl CSA-2016014900 Tech notes - BP is not functioning. L2 notes - Tech swapped PC, unable to get BP to turn on, will need a follow up for a new BP kit. *IMPORTANT** This is a Non Retail location and a scheduled appointment must be made in advance to ensure the machine will be made available prior to tech arrival on site. If a work market technician has to be used SDL must obtain approval from Higi prior to scheduling work. If the technician is unable to make contact on the first attempt, email EMSAR at higisupport@emsar.com so HIGI can be notified to provide us with an alternate contact name and number. Any calls made MUST be logged on the work order under Activity History with who you spoke to and date/time of call. Use this password to access the kiosk: miker0me0g0lfech0 If swapping out a PC, you would use: miker0me0g0lfech0 There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational. **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.** Please Perform a PM on this Kiosk and attach all required photos from the PM Checklist Note this is a Non-retail account and requires a call to schedule. Please navigate to the location page for contact details Regardless if a PM was completed or not a Checklist and photos are required as well as a signed field service report for every work order If a follow up is needed: Confirm with Tech support, select New issue, enter in the troubleshooting performed and part needed for the follow up in the follow up notes field Trunk stock work order: email dispatch@emsar.com with current work order # and the description of the repair that is required to be performed prior to PM completion (Example LED lights, bamboo seat replacement, Leveler replacement etc. all parts that can be found in your trunk stock ) Link to Work Instructions & Checklist on last page: SZZT (Higi Green) https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Green/WI-ST-310%20Higi%20Green%20Preventative%20Maintenance%20009%20DCR652.pdf
Priority
High
Origin
Created From WO
Reason
New Case
Contact
Angelica Aguilera
Owner
Jessica Sells
Created
Jan 20, 2026
Work Orders from this Case (1)
WO-01338729 (current) Invoiced
Repair/PM • Dustin Antolin
Created: Jan 20, 2026 • Closed: Mar 25, 2026
Completed with minor delays
Invoiced • 205 days old
🚨
Primary Delay 37.2 days stuck in "Incomplete"
⏱️
Total Delay 5.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
L2 Screening
0.3d / 1.0d SLA
Awaiting Parts
1.2d / 3.0d SLA
Ready for Scheduling
0.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
8.2d / 2.0d SLA
Reschedule
0.4d / 2.0d SLA
Completed
1.3d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Incomplete
37.2d
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/25/2026 Sramen - this is sitting in incomplete status and not sure who is monitoring this one.

See chatter


1.30.26 hshaw - PM not performed

1/29/2026 Sramen - while looking at info on WO, page froze and the awaiting parts WOA was accidentally clicked. Moved back to Scheduled status as it had been. (Although FSE should have marked wo serviced on 1/28 with a note that it cannot be closed until travel is complete)


1/28/2026 DAntolin - traveling next day 1/29. closing work order after travel.


1/26/2026 CRamen spoke with Taylor as Kayla didnt make it in today due to the weather and re-scheduled for Wednesday 1/28/2026 with tech arrival between 8-10am. Taylor will relay re-schedule to Kayla. 


01/23/26 NFLOYD - Please note: The correct POC for this location is Kayla Wotherspoon.

Kayla.Wotherspoon@powershealth.org

P: 219-934-2861 

The location contact details have been updated as well as the contact details on this WO


1/23/2025 Sramen - received call from CBakkemo via teams and he asked for info on this schedule. Relayed that we have tried Angelica numerous times and her number is just busy. We also sent an email. He stated that JJohnson will call Kayla who is asking about the schedule and let her know we will be there between 12-2 on Monday 1/26.

1/23/2026 CRamen spoke with Angelica and scheduled for Monday 1/26/2026 with tech arrival between 12-2pm.


1/23/2026 CRamen atempted to call several times but get a busy signal. Logged email requesting Monday 1/26/2026 with an arrival window between 12-2pm.


1/23/2026 CRamen parts delivered yesterday

🔧 Work Performed
Powered down kiosk. Replaced BP assembly and components. Powered on kiosk and completed full functionality test
🔍 Technician Findings
BP module not functioning.
⚠️ Problem Description
Tech will be shipped replacement BP Kit Tech will replace ALL PARTS SHIPPED and restore functionality. Reboot PC after replacement. Tech will take a user BP test and verify the BP is working as expected to verify functionality of the newly installed part Tech will be shipped Key to Kiosk ***IMPORTANT** This is a Non Retail location and a scheduled appointment must be made in advance to ensure the machine will be made available prior to tech arrival on site. If a work market technician has to be used SDL must obtain approval from Higi prior to scheduling work. If the technician is unable to make contact on the first attempt, email EMSAR at higisupport@emsar.com so HIGI can be notified to provide us with an alternate contact name and number. Any calls made MUST be logged on the work order under Activity History with who you spoke to and date/time of call. Use this password to access the kiosk: miker0me0g0lfech0 If swapping out a PC, you would use: miker0me0g0lfech0 There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational. **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.** Please Perform a PM on this Kiosk and attach all required photos from the PM Checklist Note this is a Non-retail account and requires a call to schedule. Please navigate to the location page for contact details Regardless if a PM was completed or not a Checklist and photos are required as well as a signed field service report for every work order If a follow up is needed: Confirm with Tech support, select New issue, enter in the troubleshooting performed and part needed for the follow up in the follow up notes field Trunk stock work order: email dispatch@emsar.com with current work order # and the description of the repair that is required to be performed prior to PM completion (Example LED lights, bamboo seat replacement, Leveler replacement etc. all parts that can be found in your trunk stock ) Link to Work Instructions & Checklist on last page: SZZT (Higi Green) https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Green/WI-ST-310%20Higi%20Green%20Preventative%20Maintenance%20009%20DCR652.pdf
📄 Description
Higi Station Hardwired

Timeline

📞
Case Linked Jan 20, 3:19 PM
Case Number: 00560623
Subject:
Status: Closed
📋
▶
2 Work Order Created Jan 20, 3:24 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Jan 20, 5:34 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 8m
📅
Status: Ready for Scheduling by Robert Cox Jan 21, 8:41 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 15h 7m
👷
▶
3 Technician Assigned Jan 21, 11:43 AM
Technician Assigned → Status: Assigned → Technician Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 1m
👷
Technician Assigned by Charles Ramen
Technician: Dustin Antolin
🗓️
▶
2 Status: Scheduled Jan 21, 11:49 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-26T18:00:00.000+0000
📦
▶
2 Parts Requested Jan 21, 11:55 AM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔄
Status: Reschedule by Charles Ramen Jan 26, 12:51 PM
From: Scheduled
To: Reschedule
Duration in Previous: 5d 1h
🗓️
▶
2 Status: Scheduled Jan 26, 4:20 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-01-28T14:00:00.000+0000
⏳ 2.0 business days
⏱️
2x Labor Added Jan 27, 6:08 PM
Type: Labor, Travel
Status: Open
Qty: 7.25, 400
💵
5x Expenses Added Jan 27, 6:37 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.7 business days
⏱️
8x Labor Added Jan 28, 11:18 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 1.75, 1.25, 1.5, 60
📦
Status: Awaiting Parts by Stephanie Ramen Jan 29, 3:02 AM
From: Scheduled, Awaiting Parts
To: Awaiting Parts, Scheduled
Duration in Previous: 2d 10h, 0m
✔️
Status: Completed by Lawrence Yoder Jan 29, 4:26 PM
From: Scheduled
To: Completed
Duration in Previous: 13h 23m
⏱️
▶
2 6x Labor Added Jan 30, 8:31 AM
6x Labor Added → Status: Closed
🏁
Status: Closed by Dustin Antolin
From: Completed
To: Closed
Duration in Previous: 16h 9m
⚠️
Status: Incomplete by Hannah Shaw Jan 30, 5:40 PM
From: Closed
To: Incomplete
Duration in Previous: 9h 4m
🚨 37.8 business days
🏁
Status: Closed by Joseph Whalen Mar 25, 12:18 PM
From: Incomplete
To: Closed
Duration in Previous: 53d 17h
⏳ 3.0 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 27, 12:41 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 0h
📨
▶
2 Status: Invoice Pending Mar 27, 1:34 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-257701

Bottlenecks

Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Completed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00560623
Closed
📦
Parts Order 00088708
Closed
📦
Parts Order 00088740
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair/PM
Branch
N/A
Technician
Dustin Antolin
Scheduled
Jan 28, 9:00 AM
Created
Jan 20, 3:24 PM
Invoice #
SM-257701

Work Details (24)

Name Type Status Qty Amount Date
WL-03073232 Parts Open 1 $0.00 Jan 21, 11:55 AM
WL-03073233 Parts Open 1 $0.00 Jan 21, 11:55 AM
WL-03073234 Expenses Open 1 $0.00 Jan 21, 11:55 AM
WL-03080637 Labor Open 7.25 $0.00 Jan 27, 6:08 PM
WL-03080638 Travel Open 400 $0.00 Jan 27, 6:08 PM
WL-03080679 Expenses Open 1 $0.00 Jan 27, 6:37 PM
WL-03080680 Expenses Open 1 $0.00 Jan 27, 6:37 PM
WL-03080681 Expenses Open 1 $0.00 Jan 27, 6:37 PM
WL-03080682 Expenses Open 1 $0.00 Jan 27, 6:37 PM
WL-03080683 Expenses Open 1 $0.00 Jan 27, 6:37 PM
WL-03082831 Labor Open 1.75 $0.00 Jan 28, 11:18 PM
WL-03082832 Labor Open 1.25 $0.00 Jan 28, 11:18 PM
WL-03082833 Labor Open 1.5 $0.00 Jan 28, 11:18 PM
WL-03082834 Expenses Open 1 $0.00 Jan 28, 11:18 PM
WL-03082835 Expenses Open 1 $0.00 Jan 28, 11:18 PM
WL-03082836 Expenses Open 1 $0.00 Jan 28, 11:18 PM
WL-03082837 Travel Open 60 $0.00 Jan 28, 11:18 PM
WL-03082838 Travel Open 60 $0.00 Jan 28, 11:18 PM
WL-03084585 Labor Open 7.5 $0.00 Jan 30, 8:31 AM
WL-03084586 Expenses Open 1 $0.00 Jan 30, 8:31 AM
WL-03084587 Expenses Open 1 $0.00 Jan 30, 8:31 AM
WL-03084588 Expenses Open 1 $0.00 Jan 30, 8:31 AM
WL-03084589 Expenses Open 1 $0.00 Jan 30, 8:31 AM
WL-03084590 Travel Open 400 $0.00 Jan 30, 8:31 AM

Details